Do you need help? Customer Service

We offer several convenient delivery methods. When you complete your shopping and proceed to checkout, you can select your preferred delivery method.

1. Delivery to a CHANGE store 2-5 business days (Free)
Enjoy having your order delivered to your local CHANGE store at no cost.

2. Home Delivery (DHL) 2-4 business days (150 CZK)
You can also choose to have your order delivered directly to your home.

We do everything we can to process your order as quickly as possible. In general, we will prepare your order for shipment within 24h from the time we receive it. When your order has been shipped, you will receive a confirmation by email.

The delivery time depends on your country and the delivery method chosen.

1. Delivery to a CHANGE store: 2–5 business days (Free)
   Enjoy having your order delivered to your local CHANGE store at no cost.

2. Home Delivery (DHL): 2–4 business days (150 CZK)
   You can also choose to have your order delivered directly to your home.

Please note that during peak-periods, such as Black Friday and Christmas, you might experience longer delivery times. 

Please note that our delivery partners do not pick up packages on weekends although we process orders on our warehouse. If you order on Friday after 12.00 pm, your parcel will leave our warehouse on Monday morning at the earliest. Please note that the delivery time to CHANGE store may vary depending on the location of the chosen store.

You can always enjoy having your order delivered at your local CHANGE store for FREE. When you pick up your package, you can get guidance for your new products from our Personal Shoppers, and they are of course ready to help you if the size or color does not turn out to be the right one..

1. Delivery to a CHANGE store: Free

2. Home Delivery (DPD): 150 CZK (Free delivery on orders above 2000 CZK)

No matter which delivery method you choose, you can always visit a CHANGE store if you need to return or exchange an item. If you prefer to send an item back by return label, a return fee of 120 CZK will apply.

Yes. As soon as your order is packed and has left our warehouse, you will receive an email with a confirmation and a tracking link for tracking the package. Please note, it can take up to 48 hours from the time you receive the link until the package can be tracked. Through your tracking link you will be able to get updated information about the status of your delivery.

1. Check if you have received confirmation that your package has been sent
Check your email and see if you have received a confirmation that your package has been sent from our warehouse. Remember to check spam/junk folders in your mailbox - It sometimes end up here...

2. Track the package
When the package has been sent from our warehouse, you will receive an email with a tracking link to the delivery partner who delivers your package. Here you will be able to see the current status of your package as well as the estimated delivery date. Please note, it can be up to 48 hours from you receive the link until the package can be tracked.

3. Contact us
If it has been longer than the expected number of delivery days, which was stated when ordering, and you have not yet received your package, please contact our customer service by filling out the contact form on this page. Then one of our agents will help you find a solution as quickly as possible.

At CHANGE Lingerie, we want you to feel completely satisfied with your purchase. That’s why you always have 30 days to return or exchange your items.

You can return in one of two ways: 

1) Return or Exchange in Your Local CHANGE Store – Free of Charge

Visit any CHANGE store with your item and original receipt. Our team will help you return your order and issue your refund immediately. Of course, they’re also happy to help you find another size or style. 

Returning in-store is completely free and the fastest way to get your refund or exchange. As a thank you for supporting a more environmentally-friendly return process, you will receive a small gift. Please bring the flyer included in the delivery package to receive your free gift.

2) Return by Post – Return Fee Applies

You can also return your order by sending the package back to our warehouse using the return label included in your parcel. A small fee of 120 CZK will be deducted when processing your refund.

Please allow up to 7 working days (Mon–Fri) for your return to reach our warehouse, and up to 14 days for the refund to be processed once it is received. Make sure to include the completed return form and keep your shipping receipt as proof of return.

While this option is available, we recommend returning your items in-store for a faster, free, and easier experience.

Please Note That Items Must Be Returned in Original Condition

We can only accept items that are new, unused, and still have all original hangtags attached. Worn, damaged, or scented items cannot be returned, and panties with a broken hygiene seal are not eligible for return. If any items are sent back in a non-original condition, they will be returned to you and postage will be charged.

Yes. Visit your local CHANGE store and bring the product you want to exchange. Remember to bring your receipt/order confirmation, and that the product has to be intact with the price labels. Our Personal Shoppers will be ready to help you find another size or style. They can also help refund you for your order.

Please note, that it is not possible to exchange a product by sending it back to our warehouse. If you send a product back you will be refunded for the product within 14 days after we receive it. You can therefore visit one of our stores, where we will be able to help you immediately.

If you wish to exchange products purchased during a promotional offer (such as 3 for 2), you will pay the difference in store if the exchanged products are more expensive than the ones you returned. If the exchanged products are cheaper than the ones you returned, you will be paid the excess amount on a gift card or bank card. The price difference is based on the promotional price shown on your receipt for the original purchase.